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Publicis Sapient Receives Top Scores in Complex CX Implementation Use Case in 2021 Gartner Critical Capabilities for CRM and Customer Experience Implementation Services Report

Publicis Sapient, the digital transformation hub of Publicis Groupe, was a top scorer in Complex CX Implementation Services use case in 2021 Gartner Critical Capabilities for CRM and CX Implementation services, a companion report to the Magic Quadrant for CRM and Customer Experience Implementation Services. Additionally, Publicis Sapient has been named a Leader in 2021 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services for the third consecutive year.

The Critical Capabilities report, authored by Jim Longwood, Brett Sparks, Katie Gove, and Chrissy Healey, analyzed vendor capabilities such as commerce experience, digital design and user experience, customer experience architecture, marketing CRM experience, sales CRM experience, and technology architecture/integration, among others.

As per our understanding of the report, Publicis Sapient is an ideal digital business transformation partner for organizations looking to tackle customer strategy consulting and complex CX implementations. The organization’s SPEED capabilities across strategy, product, experience, engineering and data, combined with our deep industry knowledge and culture of curiosity, presents a robust and reliable offering.

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“Gartner defines the CRM and CX implementation service market as project-based services that help clients develop a CX strategy and transform a customer relationship through consulting expertise. Providers in this market design, build, integrate and deploy process changes and technology solutions that improve interactions between organizations and their customers. These services are specific to improving clients’ sales, customer service and marketing operations. They also focus on interactions with customers, including commerce transaction enablement.”

“Customer behavior and expectations are driving forces in digital business transformation. Designing and sustaining powerful customer experiences is core to what we do, and we are honored to receive top marks from Gartner,” said Nigel Vaz, CEO of Publicis Sapient. “The pandemic dramatically accelerated sweeping changes in consumer behavior across industries. Our integrated SPEED capabilities -- Strategy, Product, Experience, Engineering and Data -- mean that we can drive a complete CX cycle from uncovering opportunities to implementing complex system evolution and advancing it over time. Our priority is to ensure that our clients continue to deliver relevant experiences for their customers.”

Publicis Sapient received a top score for Complex Customer Experience Implementation use case within the report, and “scored well in digital design and UX, commerce, and marketing CRM use case.” According to the report, Publicis Sapient was also positioned in the top third for customer strategy consulting use case. To view the full report, please visit gartner.com.

Additionally, Publicis Sapient received a score of 4.8 out of 5 on Gartner Peer Insights, with 100% of Publicis Sapient clients willing to recommend them, based on 22 reviews as of June 15, 2021.

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    “Customer behavior and expectations are driving forces in digital business transformation. Designing and sustaining powerful customer experiences is core to what we do, and we are honored to receive top marks from Gartner,”

    Nigel Vaz, CEO, Publicis Sapient

Disclaimer:

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences and do not represent the views of Gartner or its affiliates.

Source: Gartner Critical Capabilities for CRM and Customer Experience Implementation Services, Jim Longwood, Brett Sparks, Katie Gove, Chrissy Healey, 18 May 2021

Gartner Magic Quadrant for CRM and Customer Experience Implementation Services, Brett Sparks, Jim Longwood, Katie Gove, Chrissy Healey,18 May 2021

 

About Publicis Sapient

Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering and Data, which combined with our culture of curiosity and deep industry knowledge, enables us to deliver meaningful impact to our clients’ businesses through reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe with 20,000 people and over 50 offices worldwide. For more information, visit publicissapient.com.